Customer Success Manager

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Job Description

Location : Petaling Jaya, MYS

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it’s in our differences that we empower the way the world learns.

About The Role : This role will be leading the implementation, adoption, and value realization of Wiley’s enterprise solutions among higher education institutions in Asia. Building and maintaining the strategic relationship for institutional customers, ensuring high levels of satisfaction, usage, and measurable return on investment (ROI) that drive customer retention and growth. Supervising and supporting a team of Customer Success Specialists, providing direction, coaching, and escalation support. The role bridges customer needs with internal functions including Sales, Marketing, Product, and Vendor partners to ensure seamless service delivery and a superior customer experience.

How Will You Make An Impact

• Develop and execute institutional success plans for enterprise accounts, ensuring alignment with contract scope, academic calendars, and adoption objectives.
• Lead, mentor, and support Customer Success Specialists to ensure effective account management and consistent execution standards.
• Own senior-level relationships within assigned institutions, ensuring Wiley’s solutions align with customer strategy and long-term academic goals.
• Drive adoption and renewal strategies through data analysis, performance insights, and cross-functional coordination.
• Manage relationships with external vendors and ensure cohesive internal collaboration across departments.
• Lead the planning, implementation, and evaluation of campaigns and engagement initiatives that drive user adoption and institutional visibility.

What We Are Looking For

About Wiley

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge‑seekers to transform today's biggest obstacles into tomorrow's brightest opportunities. With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, or professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity / affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting‑free Friday afternoons allowing more time for heads‑down work and professional development, and through a robust body of employee programming we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non‑discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for United Kingdom, Canada, and USA based roles.

When applying, please attach your resume / CV to be considered.

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